Who we are At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences
Our dedication to remote-first work , and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands
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See yourself at Twilio Join the team as Twilio’s next Senior Learning Experience Designer About the job This position is needed within our Support Enablement team. Our Support Enablement team is the engine that keeps our global support organization sharp, empathetic, and technically proficient
We are looking for a Learning Experience Designer (LXD) who believes that training should be an experience, not a chore. You won’t just be "making slide decks"—you’ll be architecting the learning journey for our frontline teams, ensuring they have the right knowledge at the exact moment they need it
Responsibilities In this role, you’ll: Curriculum Architecture: Design and develop high-impact learning programs (onboarding, product launches, soft skills, and technical troubleshooting) specifically tailored for a fast-paced support environment
Multimedia Creation: Build interactive e-learning modules, video tutorials, job aids, and simulations using modern authoring tools
Gap Analysis: Partner with Support Leadership and Quality Assurance to identify "knowledge leaks" and create targeted interventions to fix them
The "Just-in-Time" Strategy: Move beyond long-form courses to create micro-learning and searchable knowledge assets that support agents in the flow of work
Data-Driven Iteration: Use LMS metrics, performance metrics and CSAT (Customer Satisfaction) data to measure the effectiveness of your programs and relentlessly optimize them